Refund policy
Return & Refund Policy – Acacia and Willow
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return:
- Your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging.
- You’ll also need the receipt or proof of purchase.
How to Start a Return
To start a return, contact us at info@acaciaandwillow.com.
If your return is accepted, we will send you instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
Return shipping costs are the responsibility of the customer, unless the item is faulty, damaged, or incorrect. In such cases, we will provide a prepaid return shipping label. Shipping costs are non-refundable.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please take care when sending items back to us, as items lost in the post are your responsibility and we cannot offer exchanges or credit notes on lost parcels. We always recommend using registered post with a tracking number to avoid missing parcels.
For any return questions, contact us at info@acaciaandwillow.com.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or you receive the wrong item. We’ll evaluate the issue and arrange a replacement or refund if applicable.
Exceptions / Non-returnable Items
We do not accept returns or refunds for:
- Earrings, due to hygiene reasons.
- Sale items or gift cards.
- Custom or personalized products.
- Personal care goods, hazardous materials, or flammable liquids/gases.
If you have questions about a specific item, please contact us.
Exchanges
To get a different item, return the one you have and place a new order once your return is accepted.
Refunds
We’ll notify you once we’ve received and inspected your return. If approved, you’ll be refunded to your original payment method within 10 business days.
It may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at info@acaciaandwillow.com.